When working in customer success, it may sometimes feel like your customers are difficult to wrangle, especially when they’re reaching out to you across multiple channels. Fortunately, self-service channels, such as online knowledge bases, can help lighten your load and deliver an experience your customers love.
We’re excited to share our brand new infographic on driving customer success with knowledge management. Click on the image below to open a larger version of the infographic for easy viewing.
To see how you can drive customer success, check out the white paper, “Driving Customer Success with Knowledge Management.” It discusses the consequences of customer service failures, common challenges, why knowledge management matters, and how to find the right tool.
The Takeaway: Bad Customer Service Will Cost You
When a customer reaches out to your business to resolve an issue, they want to feel like they’re in good hands. And if it seems like the customer support rep they’re talking to doesn’t know any more about how to solve their problem than they do, they’ll quickly bail. 37 percent of consumers say they’ll abandon a brand after just one bad customer service experience. And many people will jump ship before buying anything–6 out of 10 shoppers say they’ve given up on a purchase because of bad customer service.
Unfortunately, customer service reps who are out of the loop seem to be a widespread problem. 57 percent of consumers say they’ve dealt with a customer service rep who doesn’t seem to know what they’re talking about. And that lack of the right knowledge at the right time is taking its toll on companies: businesses collectively lose $41 billion a year due to bad customer service.
Making It Right With Self-Service Channels
Saying that inexperienced customer service reps are to blame for bad customer service is too much of a simplification. In many cases, customer service reps are simply overwhelmed by the volume of calls or messages they receive, or their company hasn’t made the information they need readily accessible to them.
Self-service channels–such as an FAQ page or a searchable knowledge hub– can take some of the pressure off customer service reps and connect customers with answers faster. And the good news is that customers want to use them: 91 percent of consumers say they would use an online knowledge base if it were available and tailored to their needs. 76 percent are already using self-service channels like FAQ pages to find the information they need. Consumers are also more likely to choose an FAQ page over a support number as their first source for finding answers.
Self-Service Channels and Top-Notch Customer Support
Giving customers a searchable database with answers to commonly asked questions, how-to guides for your products, and even video tutorials empowers them to find the answers they need quickly. The faster the (successful) resolution, the happier the customer. In fact, almost 7 out of 10 customers attribute a good customer service experience to a fast resolution of their problem. And 74 percent of customers say they spend more money with companies with whom they’ve had a good customer experience in the past.
Customer service management shouldn’t feel like a cattle drive: if your reps are feeling overwhelmed and getting asked the same questions over and over again, it’s time to introduce a self-service option for your customers.